Speech Analytics Update

Our Speech Analytics Technology Just Keeps Getting Better

Delacon’s Speech Analytics technology continues to become more advanced with some groundbreaking new features that have recently been introduced. New additions such as smarter search for keywords; question- based searching and frequency analysis, allow for the most advanced and customisable speech analytics experience yet.

Smarter search for keywords: This new Intelligent Match feature supports both exact and broad matches, meaning if you are searching for (as an example) a dentist in Sydney, all calls with the exact term as well as broad terms (I’d like to see a dentist in Sydney; Dentists in Sydney; Sydney Dentists etc.) will all appear to allow a more thorough search. The technology identifies the whole topic, to enable you to find exactly what you need quickly and easily.

Location of keywords: You can now search for an exact location of a keyword- such as (an example)- wanting to see how many times the word “test drive” was mentioned by the customer only during the first three minutes of the phone call. This allows for a more precise analysis for words and terms important to you.

Frequency of Keywords: This tool enables you to see exactly how many times a keyword was spoken by either the caller, the operator or both- assisting in compliance and the optimisation of most frequent keywords and terms.

Analysing each speaker separately: All customers have slightly different use cases for Speech Analytics– if you are looking at (as an example) expense or sales related words from a customer only, you can choose to isolate the customer-channel for analysis; or if for instance, you are looking for certain words or phrases to be voiced only by the operator (for compliance or sales optimisation), you are also able to isolate these.

Skipping to Relevant Parts of the Conversation: Some clients have IVR, some have a disclaimer that must be read before the customer gets to speak. Depending on your requirements, you can now skip to segments of the conversation that matter most. If you perhaps want to analyse just the verdict of each call, you can do so with ease by analysing only the last part of the conversation. You are able to determine your preferred speech increments based on time or by isolating speakers.

Question Based Searches: As with every great search engine, you can now search for questions asked by either of the speakers to match answers within a conversation. If you are looking for staff to ask very specific questions, this tool enables you to ensure they have been asked.  For example, if the operator asks a customer “Are you a member” and the customer answers with a “yes”, the technology can match this.

Improvement to Categorisation: The categorisation accuracy keeps getting better and there could now be more categories your calls possibly belong to. If there is more than one category your call could possibly belong to; the technology will notify you (for example in an automotive example- a 49% Tyre and 51% Service. This will ensure all calls are accounted for correctly).

If you have any questions or would like to learn more about Speech Analytics and how it can assist you streamline your marketing and operations processes, please don’t hesitate to get in contact today.

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